Zero Contact Resolution: How to Keep Customers and Build Great Brands
Source:
RightNow Technologies
Document Type:
White Paper
For years, contact centers have used first contact resolution (FCR) rates to measure their performance. While FCR rates remain a useful metric for assessing how well contact centers handle incoming requests from customers, they do not provide an accurate view of how well your company is treating your customers. In fact, they may even be misleading.